Frequently asked questions

General Questions

We have listed below a number of the questions that we have been asked when a property is being insured by intasure. If your question is not answered then please do not hesitate to contact our Sales Team on: 0345 111 0680 or email it to us. You can use these links to get to the desired question and answer.

Question
What would be the process for making a claim from abroad, would damage assessors be sent from the UK in the event of a claim, and if so would the policy cover their travel and accommodation expenses, or would I have to organise this at my expense?

Answer
The claims numbers can be found on the policy wording which includes a 24 hour emergency number. All claims are dealt with through our UK offices, however we do have an international team of loss adjustors, we will organise this on your behalf and you will not be liable for their costs. You however, are covered for emergency accommodation and travel if the loss adjuster needs to meet with you at the property. To see how quickly claims are settled then please see the testimonials page on our web site.

Question
Our apartment is in a complex, does this policy cover damage caused to neighbouring apartments in event of fire, smoke damage etc initiating in our apartment?

Answer
There are two possible routes should this happen depending on whether the other party(ies) are insured. If they are insured they would claim through their own insurer, who may revert to us for the losses. If however the other party(ies) are not insured they may sue you and any claims settled as a result of their action would be paid by us.

Question
I would like to insure an apartment in Turkey, there are four apartments in the block, how would it be handled if, for example, the apartment below me was not insured. Presumably a rebuild would not be possible, would a straight payment be made?

Answer
If the other apartments are uninsured then the loss adjustor may take the decision to make a cash payment based on the average of three quotes to rebuild your percentage of the entire block. If for instance it would cost £125,000 to rebuild the whole block and there were four apartments then you would get £31,250.

We offer block insurance in every country we insure in, though we would need to insure every apartment in the block. This would ensure in the event of a total loss then the block would be re-built.

Question
If we take this cover out we will pay in sterling, as our property is in the euro zone currency will we be paid in sterling or euros in the event of a claim?

Answer
If you take this policy out paying in sterling then monies you receive in the event of a claim will be paid to you in sterling. If for instance you have £10,000 contents cover and claim to have all of the contents replaced then you will be paid in sterling regardless of the country your property is in.

Loss or damage to swimming pools, covers, filtrations plants, heaters & pumps and all other ancillary equipment are not covered against escape of water, sewage or oil from any fixed heating or domestic water installation, washing machines, dishwashers.

Theft or attempted theft of the pool structure, covers, filtration plants, heaters & pumps by family or tenants or anyone lawfully allowed in the property

Unless your property is listed or built before 1850 (UK only) we calculate the premium using the type of property (detached, terrace etc), approximate year of build, the number of bedrooms and whether there are any outbuildings or a private swimming pool. Claims made within the last five years may also affect the premium, you can also choose the excess level and add on accidental damage cover, theft by tenants and Family Legal Protection.

Accidental damage cover is for incidents such as red wine being spilt on the sofa or a football kicked through a window. Under our UK Main Residence Policy and UK Landlords Policy this cover is given as standard, under the Holiday Home Policy it is optional, and if taken covers accidents caused by both yourself and tenants (tenants defined as anyone lawfully on the property)

Question

What is different about theft by tenant?

Answer

Theft is automatically covered under the policy but theft by tenants (defined as anyone lawfully at the property) is excluded. If you are letting your property out you may want to take out this cover if you have any particularly high value items.

Under our Holiday Home Policy and UK Landlord Policy the minimum amount of contents we can cover is £2,000 under our UK Main Residence Policy the minimum is £10,000. Please note that we do need to insure all of of the contents we can’t cover just a partial amount.

Question

If I reduce the buildings cover down from £1million will this reduce the quote, also if the public liability cover goes down to £2 million will this reduce the premium?

Answer

The premium is calculated on the type of property you wish to cover, whether the property is a five bedroom detached house or a studio apartment we will always give £/€1 million of buildings cover. With regards to public liability cover, this actually comes as standard at no extra cost when buildings and/or contents cover is taken. If you just take buildings cover then the public liability will only cover events that come from the buildings (such as a falling roof tile) and the same with regards to only taking contents cover.

Are there any limits to the amount that can be claimed under contents for valuables?

Answer

The maximum amount that can be claimed for valuables is 20% of the sum insured, if you take £20,000 contents cover then you can claim up to £4,000 of valuables, up to 40% of entertainment equipment (TV’s, computers etc) can be claimed so on this example £8,000. If you insure items away from the home under the ‘all risks’ section then this brings those valuables out of the 20% rule.

Answer
The taxes are for Insurance premium tax in the UK or the taxes applicable to the country we are insuring in if outside the UK. The other charges are to cover our administration costs as we have no charges for cancelling, making administrative changes to the policy or payment methods, this way we are completely upfront about our costs and there are no hidden charges.

Could you email me a copy of the applicable terms and conditions so as to facilitate comparisons?

Answer

There is a link to the policy wording and summary on the e-mail we sent you with our quote, it can be found by following the ‘click here’ button at the bottom of the page and the policy wording link is in the top left hand corner.

We are unable to provide cover for any vehicles whether on the road or not as this needs to be covered under motor insurance, the exception being sit on lawn mowers.

Restriction of Building Cover to Individual Apartment/Flats (England and Wales)

Where the property is an apartment/flat and you are the leaseholder or share the freehold the buildings cover is limited to Section 1 Buildings consists of fixtures, fittings, improvements and decorations belonging to you or for which you are responsible. Subsidence cover is excluded.

I have not provided any details on how much it would cost to rebuild my property, how do you know the cost from the information I have provided?

Answer

We work out the premium based on the type of property you own, this done via a matrix system based on the number of bedrooms, type of build, age of the property and whether there are any outbuildings or a swimming pool. This gives us the average cost of a re-build in that particular area/country but we will always provide £/€1 million or £/€500,000 (depending on the country). This is so you can never be underinsured or suffer from currency fluctuations. In the UK if your property is either Grade II, B or C listed or built before 1850 then we require a rebuild cost to quote. In addition when quoting for a chalet, lodge or static caravan we require a replacement cost in order to quote.

Monthly direct debit option, monthly payments are administered by Premium Credit Limited and interest is charged, please check with us what the additional cost will be to pay monthly.

Cheque issued from a UK bank account in Sterling.

Bank transfer in Sterling or Euros, please contact us for the correct bank account details.

Question

Who is Premium Credit Ltd?

Answer

Premium Credit Ltd are an insurance premium finance company providing finance to clients wishing to spread the cost of their insurance premiums over several months instead of having to pay the premiums in full and upfront.
More information can be found at www.premiumcredit.co.uk

You are able to access your account with Premium Credit Ltd by telephone or via their client website at www.mypremiumcredit.com this will allow you to view your personal details and make changes and payments.

The resale value of the property is about €150,000 not €1m - can you please amend the quote price to reflect this?

Answer
We work out the price of your policy based on the type of property you own. Properties are covered up to £1m/€1m, this is to ensure that you cannot be underinsured and do not suffer from currency fluctuations.

You are therefore not paying for the £/€1 million of cover, the price is based on the type of property.

My bank are saying that they will not accept any other insurance than their own cover, is there no way we can insure with you?

Answer

We quite often come accross banks who try and claim the above in order to retain their business. If you have a mortgage then it is usual that for the first year that you will need to insure with them. After that you are free to go on cover with whoever you wish, if you are having trouble with your bank then please contact enquiries@intasure.com and ask for a copy of the EU Directive which provides that any insurance company within the EU is free to do business within the EU. This directive enshrines in law the free market and prevents protectionism. In the past we have had clients who have reported their banks to the EU Competition Commission and the banks have quickly changed their mind. Do not hesitate to contact us for advice on how to deal with banks.

On the FCA website under you registration number it states that you are unable to hold client money. Could you explain the implication of this?

Answer

This is for the protection of our clients as we are contracted with our underwriters on a risk transfer basis, which is explained below:
Intasure act as an appointed agent of the insurer in relation to premium receipt from clients. The premiums paid by clients to Intasure are deemed to be received on behalf of the insurer and thus the client is afforded full protection of his payment in the event of any misappropriation.

The excess level on the Holiday Home Policy is either: £/€0/ £/€50/ £/€150/ £/€250 or £/€500

For UK Main Residence Policies and UK Landlord Policies the excess is either: £50/£100/£250/£500/£1,000

For UK Block Policy the excess is either: £0/£100/£250/£500/£1,000/£2,500/£5,000
Depending on which excess level you choose, this applies to all claims with the exception of earthquake and subterranean fire (volcano) where the excess level is £5,000.

The £5m public liability also includes cover for employees carrying out domestic duties on your behalf. Who exactly does this cover?

Answer

Domestic servants could be a cleaner or gardener, in the event they are injured on your property and you are found to be liable then you are covered. If you are having professional work carried out such as a builder or plumber then this is not covered as tradesmen should have their own public liability insurance.

If you have covered for accidental damage which includes cover for sanitary ware, mirrors and glass then you are covered. If you choose not to take out accidental damage then glass will be covered under all the other perils. Accidental damage cover for glass/sanitary is limited to £1,000 under the Holiday Home policy, £3,000 under the Bed & Breakfast policy, £5,000 under the main residence, for Block, UK Landlord, Park Homes, Static Caravans and Non Standard properties there is no limit.

Does the policy cover pedal cycles, money away from home etc or is that just a list that you have to pay extra to add to a policy?

Answer

The policy does include cover for pedal cycles up to £/€500 and personal money up to £/€250. We can insure items away from the home which would come under unspecified valuables, however it is worth checking your main residence home insurance as you may already be covered.

Legal expenses cover (Family Legal Protection) adds an extra £20.50 to your premium under the Holiday Home, Main Residence, Park Home, Static Caravan and Non-Standard Property Policies, this cover is not available under the Block and Bed & Breakfast Policies. For UK Landlord Policies the additional premium is £36 and the legal cover is more specific tolandlords requirements such as the reposession of the property from a tenant.
The cover provides for the event you need to pay for legal costs in personal injury, consumer, employment, motoring prosecution, tax cover and property. The property part covers the costs of bringing legal action to pursue a civil claim resulting from an incident which causes damage, nuisance and/or trespass which effects or will affect your owning or living in your home. This may already be covered under you main home as legal cover is for the person rather than the property, please check as you may result in paying twice for the same cover.

If I add more contents at a later date can I add extra contents cover then or do I need to take it now?

Answer

You don’t need to include the extra contents right now, if at a later date you add more furniture then all you need to do is call us and let us know the extra amount required, you then just pay the difference for the increase of cover, there are no additional administrative costs.

Yes, monthly payments are administered by Premium Credit Limited, interest is charged with a minimum credit fee. Please check with us what the monthly cost would be on your quote. We can also accept direct debits when the policy is taken in euros and paid from a Spanish bank account, this incurs a monthly charge.

Question

Can the date of payment be changed?

Answer

The first payment will be within 7 days of when we take your account details, the date of payment will then always be the day of the month of the policy start date.

Question

Can I change the bank account that the direct debits come out from?

Answer

We can arrange this for you, please call our accounts department on 020 8274 6738

There is a 30 day cooling off period during which you would receive a full refund (as long as no claims are made), if you cancel after this date (Please see the terms and conditions for details). We need to be notified by writing either by post or e-mail with the date of cancellation and the reason for cancellation.